JAMIE CORTEZ
Bonita,CA
Summary
Dedicated Customer Service Professional with background in troubleshooting customer issues and CRM software. Quickly identifies issues and finds most effective solutions. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Customer Service, Concierge
Blue Shield of CA
12.2021 - 05.2023
- Answered incoming calls, emails, and chats from customers while asking open-ended questions to determine needs.
- Handling inquiries regarding insurance policies and insurance coverage with accuracy and support.
- Maintaining current marketing efforts to ensure detailed answers while utilizing all resources available.
- To ensure Team goals are consistent at maintaining service level goals for the department while reaching monthly metrics.
- Handling complaints, present solutions, and follow up to ensure issues have been resolved.
- Offered ongoing support to customers after sales by answering additional questions and resolving issues.
- Updated customer service database with new information, address changes and contact details.
- Collaborated with other service departments to discuss new ways to alleviate service issues and computer errors.
Benefits Coordinator
Pacific Dental Services
12.2017 - 06.2021
- Administrative assistant and financial treatment coordinating.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Checked accuracy and completeness of benefits applications and documents.
- Negotiated and coordinated contracts for new and existing plans.
- Implemented open enrollment system to streamline benefits processes for employees.
- Checked employees' benefits enrollment for accuracy and inputted all data into software.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Managed monthly, quarterly and annual payouts for merit rewards, sales commissions and bonus programs.
Treatment Coordinator
Bonita Family Dental
07.2015 - 12.2017
- To ensure daily production is at goal, presenting accurate financial arrangements, collecting patient balances on accounts, and maintaining daily sales line up for Doctors and hygienist.
- Coordinated payment with insurance companies and discussed dental benefits with patients.
- Educated patients on dental benefits and coordinated proper payment with insurance companies.
- Performed in team leader capacity and organized all treatment and placement activities.
Receptionist
Pacific Dental Services
09.2012 - 06.2015
- Handling multiple phone line operation, greeting patients with a smile while providing a pleasant and upbeat experience, verifying patient insurance and eligibility, and file and maintain records of all patients.
- Scheduled and confirmed appointments and meetings for management team.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Scheduled office meetings and client appointments for staff teams.
Agency Marketer
Farmers Insurance
01.2009 - 08.2012
- Billing and creating policies for clients database, resolving customer complaints, and marketing and sales.
- Facilitated growth and increased brand awareness by working with sales team to build and maintain key business relationships.
- Advised on development of new service and product offerings to increase shares in emerging markets.
- Created documentation outlining research findings for use by project managers, customers, and other marketing staff to make accurate decisions about future plans.
- Tracked various product sales and costs by analyzing and entering sales, business data and expenses.
- Managed campaigns for various clients that consistently exceeded sales goals.
Education
General Education
Bakersfield Adult School
06.2005
Skills
- Efficient and Detail-Oriented
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Problem Anticipation and Resolution
- Customer Data Confidentiality
- Data Entry and Maintenance
- De-escalation Techniques
- Multitasking and Prioritization
- Product Knowledge
- Service Standard Compliance
- Customer Relationship Management (CRM)
Timeline
Customer Service, Concierge
Blue Shield of CA
12.2021 - 05.2023
Benefits Coordinator
Pacific Dental Services
12.2017 - 06.2021
Treatment Coordinator
Bonita Family Dental
07.2015 - 12.2017
Receptionist
Pacific Dental Services
09.2012 - 06.2015
Agency Marketer
Farmers Insurance
01.2009 - 08.2012
General Education
Bakersfield Adult School
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